Play Your Bet Casino - Player’s bonus winnings have been confiscated.

Today Play Your Bet casino confiscated my win with the following reason: "You made max bets of 5 euro and once hit a big win dropped the bets to more than 40% just to complete the wagering.

This is bonus hunter behaviour and it is not allowed.

You did the exact minimum wagering required and cashed out as soon as finished."In their Terms it is stated: "Placing high-value bets with the single intention of increasing the balance, followed by decreasing the bet value by more than half of the prior bet value, in order to meet bonus wagering requirements without meaning fully decreasing the balance."

The bets I placed were 5 EUR and 2.7 EUR so it does not breach any Terms. Casino just does not want to pay me because the amount of my win is not small.

Dear JJ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which exact bonus offer you have redeemed and accumulated your winnings with? Could you please forward me the bonus link, any relevant communication and your game history? My email address is petronela.k@casino.guru. I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with the case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hello! I have sent 2 emails to you just now

Thank you very much JJ for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello JJ83.

From casino T&C's I can see that they have more rules which we dislike to see, but we tolerate them in bonus play:

8.11.3 Placing high-value bets with the single intention of increasing the balance, followed by decreasing the bet value by more than half of the prior bet value, in order to meet bonus wagering requirements without meaningfully decreasing the balance.

8.11.4 Placing two contradictory bets simultaneously on Sic Bo, craps, baccarat or Roulette, which results in a net-zero wager, otherwise known as even betting.

8.11.5 Systematically placing high value bets on a game which contributes less than 30% of the wager towards the required playthrough (such as Video Poker, Roulette and Blackjack), followed by switching to a game which contributes a greater amount of the wager towards playthrough (such as Slots, Scratch Cards and Table Poker games) and placing bets of lower value than the current average bet size.

8.11.6 In the event that the Casino determines that a player is using any Irregular Play techniques, the Casino may, at its own discretion, withhold any withdrawals and/or confiscate any winnings where Irregular Play has been used. If Irregular Play continues, the Casino reserves the right to disqualify a player from any bonuses, and may suspend or block the player's account.

This surprised me: (from your email)

In addition, this is the second cashout from you hence it is a pattern.

Since when?

We need to check your betting history, but from how you describe your problem, I don't see the reason why the casino should confiscate your winnings.

We will contact the casino and ask them about the case, but the casino is new and not registered in our system so please be patient we will contact them ASAP, but it may take some time till they respond.

Their terms are not clearly written so they can use them whenever they want to save the money. The only one clear term here is about dropping bet for more than a half which I did not breach!

I am afraid I need help from the casino side to solve this. I want to ask Play Your Bet Casino representatives to give me a hand and explain to us what happened in this case.

We would like to ask the Play Your Bet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

I am very sorry JJ83. They are non-responsive to every kind of communication that we tried.